Business Profile

Contact Lenses

Lens.com, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Lens.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

617 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed order #********** on 8/1/22. For two pairs of contact lenses. As soon as I received them I put them on to go to a work event.
Not even an hour into wearing them both lenses kept sliding to the back of my eyeball, these are colored contacts, which was both embarrassing and they gave me blurred vision which is absolutely not what you want when you're at a work event and these are not cheap lenses I've spent $143.00 on them.
I immediately messaged them and their resolution was to soak them in contact solution, and hopefully they will adjust to my eyes. I've worn contact lenses for 30 years now. And that's not how they work.
I never opened the second pair and paid out of my own pocket to ship them back to Dubai. I'd like a full refund, what am I'm supposed to do with a pair of faulty contact lenses now?

They gave me instructions on what to do for 5 days and to please not discard the contact lenses. And then in a following email they tell me that "unfortunately" they don't accept returns on lenses, so what is the point of keeping faulty lenses?

Thank you
Business Response
Date: 09/17/2022
Business Response /* (1000, 5, 2022/08/26) */
We are unable to locate an order with the number provided and the customer information. Please provide the correct order number and email address so we can look into resolving this matter.
Initial Complaint
Date:08/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/31/21 I purchased 2 boxes of ****** contact lenses (Order # **********) on the internet from Lens.com. I paid $125.91 with a promised $40 rebate. I received the lenses within 2 weeks and submitted all of the paper work for the rebate. On their rebate tracker site it confirms that all requirements have been fulfilled, BUT the last one. The $40 VISA card has been loaded BUT has not been mailed. I have contacted the company by phone and by chat and have been told it is a supply chain issue (7 months??) and they cannot tell me when the card will be mailed. In the mean time, I ran out of contacts and placed a larger 4 box order (#**********) on 5/31/22. I paid $285.87 with a promise of an $85 rebate. The lenses were delivered and I filed all the paper work. Again on their tracker web site it indicates that all of the fulfillment steps have been completed, the VISA card has been loaded BUT it has not been mailed. I want my rebates. I think this company is scamming ad defrauding me and others.
Business Response
Date: 09/01/2022
Business Response /* (1000, 5, 2022/08/26) */
The rebate card was mailed on 8/19/2022.

Consumer Response /* (2000, 7, 2022/08/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have now received the rebate that was very past due.
Initial Complaint
Date:08/10/2022
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lens.com advertises and guarantees a rebate on their products if you complete and submit a rebate form. They claim rebates take on average 8-10 weeks for fulfillment. Thereafter, you can check the status of your rebate and stay informed as to its delivery. On 1/11/2022, I submitted a rebate for $110.00 which was successfully received and processed in March of 2022. Right now, on the Lens.com website under the "Rebate Tracker Portal", although it says my card has been loaded with rebate funds....my card has not yet shipped. In other words, they are holding it. They have been holding it since March. No attempt has been made to deliver it to me. Tomorrow marks the 7-month anniversary of my rebate submission. To date, no rebate has been received by me. I have contacted Lens.com numerous (and I mean numerous times). I contacted the Visa Card Processor (third party vendor which processes the rebate funds). Response given to me by Lens.com: "we've been impacted by economic shortages and will need longer to fulfill your rebate."
Response given to me by the Visa Card Processor: "no record of rebate, your name or your information." (See, Visa Card Processing Case #CSXXXXXXX). Neither company has offered nor even attempted to correct this problem. It is incredible to me that a company can make huge claims regarding their impeccable customer service and their outstanding rebates (which is what lures people into buying their products) and yet customers like myself wait for months to receive the benefit of the bargain. I want to file a complaint against this company and request that someone contact them to resolve this issue. No economic shortage warrants a 7-8 month delay of my rebate. To be clear, the Lens.com rebate tracker portal says: 1) rebate successfully submitted, 2) card successfully loaded with funds, 3) card held by processor, 4) card NOT yet mailed. Please help me understand what economic shortage prevents a card from being mailed.
Business Response
Date: 08/26/2022
The rebate card was mailed on 8/19/2022.
Customer Answer
Date: 08/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, no rebate card has been received. While that is the status change reflected in the company's rebate portal, I am not in possession of any rebate monies. In the event I do receive my rebate, I will update my response with the BBB. At this time, I decline to close my complaint until I am made whole by Lens.com.
Business Response
Date: 09/16/2022
The rebate card was mailed on 8/19/2022. If the card has not been received we would be happy to request the card be reissued. Please contact our *************************** if we need to request the card be reissued.
Business Response
Date: 09/17/2022
Business Response /* (1000, 8, 2022/08/26) */
The rebate card was mailed on 8/19/2022.

Consumer Response /* (3000, 10, 2022/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, no rebate card has been received. While that is the status change reflected in the company's rebate portal, I am not in possession of any rebate monies. In the event I do receive my rebate, I will update my response with the BBB. At this time, I decline to close my complaint until I am made whole by Lens.com.
Customer Answer
Date: 09/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the **** rebate center yesterday on 9/19/2022, I advised that a rebate gift card was not received. They offered to resend a new card. I gave them an address to send the card but, at this time, I am still not willing to close this case until my issue is resolved and I receive the funds. There is an ongoing issue with Lens.com and its rebate vendor regarding my rebate. This issue should have been resolved 30 days ago when I called them and told them it had been 8 months and I still had not received my rebate. They claim they want to fix problems but I still haven't received the funds. It's a horrible experience. **************** is poor. A customer shouldn't have to fight for a service or product that a business advertises and guarantees. Ask Lens.com to make this right and to expedite my rebate so I can stop wasting my life looking for a rebate they promised to honor.
Initial Complaint
Date:08/10/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from Lens.com on January 26, 2022 and I then sent all required documentation for $120 rebate (VISA card) February 18th. The rebate card was originally promised within 8-10 weeks Then it was bumped up to 10-12 weeks. Then again it was promised within 18 weeks. Today the chat agent could not even give another estimate. It has been longer than that and still nothing, Customer service live chat tells me it will be coming but they cannot say when. How can a consumer trust this company? I see many others have had the same issue and have also filed complaints. Please BBB, help me receive my rebate! Thank you!
Business Response
Date: 09/01/2022
Consumer Response /* (2000, 6, 2022/08/24) */
Thank you, BBB! My rebate Visa card arrived earlier this week. This case may be closed now. I believe involving the BBB was the catalyst in receiving my long overdue rebate. I will never order from Lens.com again.
Initial Complaint
Date:08/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I chose to purchase my contacts through lens.com due to their rebate advertisement. I purchased contacts from Lens.com on 1/24/22 and completed the rebate paperwork immediately upon receiving the packaging. Per their representative, my lens rebate was approved on 3/23/22 by Lens.com. I was asked told that processing would take 8 weeks after approval. Today is 8/9/22. It has been over 6 months since I purchased my contacts.
From lens.com website on 8/9/22,
"How long does it take to get my rebate?
Rebates take 12 weeks as they require multiple steps including fraud prevention, verification, and third-party Visa Card Issuance and mailing." (https://www.lens.com/rebate-center/).
Business Response
Date: 08/26/2022
The rebate card was mailed on 8/19/2022.
Customer Answer
Date: 08/31/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Card has not been received.
I received email from lens.com that rebate card sent but no card has arrived.
Business Response
Date: 09/16/2022
The rebate card was mailed on 8/19/2022. If the card has not yet been received we would be happy to request the card be reissued. Please contact our *************************** so we can request the card be reissued.
Business Response
Date: 09/16/2022
Business Response /* (1000, 8, 2022/08/26) */
The rebate card was mailed on 8/19/2022.

Consumer Response /* (3000, 10, 2022/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Card has not been received.
I received email from lens.com that rebate card sent but no card has arrived.
Customer Answer
Date: 09/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the following email:
"Fri, Sep 2 at 9:16 AM
Thank you for contacting [email protected] Customer Service.

We mailed your rebate 8/19 and we must allow 30 days for you to receive. If you do not receive by 9/19, please contact us at ************ to request a replacement.

We appreciate your business.

[email protected]
Customer Service Department
"

When I called the number on 9/20/22 to request a replacement, there is no option to request a replacement or speak to a representative.
I emailed [email protected] to request a replacement card but have not heard back.

In summary, I am on my 32nd week of attempting to get my rebate card that should take 12 weeks to receive.
Business Response
Date: 10/12/2022
A review of the order shows a replacement rebate card was requested on 9/20/2022 to the updated address the customer requested in a email received on 9/20/2022. ********************* indicated a new card would be mailed out in **** business days from the requested replacement date of 9/20/2022. Please allow up to 30 calendar days to receive although most cards are received sooner. The rebate card will most likely come in plain white envelope.
Initial Complaint
Date:08/10/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased contacts in December with a promised $120 rebate in the form of a Visa card. All required documentation for the rebate was submitted on time in January. Company keeps delaying mailing it to me. Their rebate tracker says Visa card has been created/fulfilled but not mailed for months. All attempts to contact them have gone unanswered.
Business Response
Date: 09/01/2022
Business Response /* (1000, 8, 2022/08/26) */
The rebate card was mailed on 8/19/2022.

Consumer Response /* (2000, 10, 2022/08/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the rebate card after BBB contacted them. Thank you BBB! After over 7 months of waiting and all my attempts to contact them went unanswered, I have finally received the rebate that was promised.
Initial Complaint
Date:08/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered contacts on June 14. I never opened the boxes and followed all of their instructions to return their product in the same box they they had shipped them in. (I discovered I was allergic to the brand of contacts after getting a sample pair from my Doctor's office a few days after ordering these from Lens.com). I paid $156.71 for the contacts. I received a call from a "Natalie" that they could not "re-stock" because the boxes had been written on. I have called their customer service 3 times thus far. I have been told I would get a call back, but have yet to get one. I also requested them to email a photograph of the boxes that they claimed I had written on, they haven't done that either. This is the message they sent
"Hello ____,
We are sorry but unfortunately per our Return Policy boxes returned to us must be unopened, unmarked on and in resalable condition. We do not label our boxes prior to sending them to the customer. The lenses you returned to us were wrote on so we are unable to accept them back. Please contact us to let us know what you would like done with your return. With this we can either destroy them at no cost to you or send them back to you for a charged of $14.99. Hope you have a great day!"
Business Response
Date: 09/17/2022
Business Response /* (1000, 8, 2022/08/26) */
We can not issue a refund as the boxes were marked with a R and L on the top of the boxes.

A request has been sent forward to the Returns department to email a picture of the boxes received. Please allow 3-5 business days for the request to be processed.
Initial Complaint
Date:08/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered off of Lens.com 2/7 and was promised a rebate after 12 weeks. It is now August 9th and I have yet to receive my rebate. The contract between Lens.com and I have been fulfilled on my side, but not theirs. It's very frustrating knowing they took 200+ of my money with an obligation of a rebate and they refuse to give out rebates or give any information as to why. Also my VISA card has been processed and they said they expire one year after processing, so they are also not allowing me the full extent of my VISA card and I am scared it will be expired if it even does show up.
Business Response
Date: 09/17/2022
Business Response /* (1000, 8, 2022/08/26) */
We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.
Initial Complaint
Date:08/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Like many of the other complaints on BBB, I submitted a $100 Mail-in-Rebate form back in March 2022. 5 months later, the rebate status still shows pending. This is far beyond the allocated 8 weeks in the fine print.
Business Response
Date: 09/17/2022
Business Response /* (1000, 8, 2022/08/26) */
We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.
Initial Complaint
Date:08/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 2 different contacts in 1/2022 that were eligible for rebates. Rebates submitted in time and accepted by company in 2/2022. As of 8/9/2022 we still have not received the 2 rebates for these purchases. Rebate #1 $120, Rebate #2 $110. I can see on their 'rebate tracker' and via CS (multiple times) that the request is with the rebate team and the disclaimer says "rest assured you will get your rebate" I assume that means sometime this decade but at this point, who knows. It has been approx 25 weeks since Lens.com accepted and approved my rebate, I was told at Most 12 weeks. This is unacceptable.
Business Response
Date: 09/17/2022
Business Response /* (1000, 8, 2022/08/26) */
The rebate card will be mailed on or before 9/2/2022.

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This business has 1 alert

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Lens.com, Inc. is NOT a BBB Accredited Business.